CX Accelerator

SEPTEMBER 24, 2019

It’s your first day on a new job and you’re trying to figure out how things work. You’re learning how to work in a new environment, and trying to battle the exhaustion that comes with that while remembering everyone’s names and figuring out what your priorities should be. okay… so what do you actually do ?”. “Oh,

Customer centricity 208

Customer centricity Education Government Personalization 208

CX Accelerator

SEPTEMBER 24, 2019

It’s your first day on a new job and you’re trying to figure out how things work. You’re learning how to work in a new environment, and trying to battle the exhaustion that comes with that while remembering everyone’s names and figuring out what your priorities should be. okay… so what do you actually do ?”. “Oh,

Customer centricity 182

Customer centricity Education Government Personalization 182

Beyond Philosophy

DECEMBER 8, 2014

We have had the pleasure of working with Caterpillar for a while, and recently I was asked to judge their ‘Excellence in Customer Experience Awards for 2014.’ won the award, and I thought I would share with you what they did well. Three Important Considerations for Employees When Improving Customer Experience.

Employee engagement 355

Employee engagement Customer retention Customer centricity Customer Experience 355

Beyond Philosophy

APRIL 21, 2022

Marketers want to target specific customers to get them to buy their product or service. However, different customers want different things delivered in different ways—and for different reasons. So, with all these differences, how do you find the customers that want the same things and target them the same way?

Entertainment 221

Entertainment Consulting Consulting Marketing 221

CX Accelerator

DECEMBER 10, 2019

How A Simple Vision Board Changed My Year & A How-To Guide For Building Your 2020 Board. If you haven’t ugly cried in a Target parking lot have you even Adulted? We can talk all day about how to prioritize and tackle your career ambitions, how to organize your to-do list, knock out those action items.

Accountability 182

Accountability Personalization Customer Experience Customer Service 182

CX Accelerator

DECEMBER 10, 2019

How A Simple Vision Board Changed My Year & A How-To Guide For Building Your 2020 Board. If you haven’t ugly cried in a Target parking lot have you even Adulted? We can talk all day about how to prioritize and tackle your career ambitions, how to organize your to-do list, knock out those action items.

Accountability 182

Accountability Personalization Customer Experience Customer Service 182

ShepHyken

APRIL 28, 2023

This week, we feature an article by Marcelle Santos, a copywriter at TextExpander , a software that helps individuals and teams communicate efficiently and consistently with their customers. She shares why customer standards matter and how your organization can meet them. Raise your customer service standards.

Customer Service 161

Customer Service Accountability Self service Customer Support 161

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Beyond Philosophy

APRIL 15, 2019

Defining and managing your customer service culture is a significant issue for many organizations. Today we share some important considerations for establishing your customer service culture as well as the best practices of the leading customer service organizations.

Customer Service 287

Customer Service Airlines Best practices Consulting 287

Lumoa

SEPTEMBER 11, 2023

The customer is a mysterious creature. Deciphering the wants and needs of your customers is essential for sustainable, long-term success. For a company to grow, it needs to convert one-off customers into regular patrons. In customer experience, as with any other business endeavor, failure to plan is planning to fail.

Customer Experience 83

Customer Experience Airlines Metrics Feedback 83

Lumoa

SEPTEMBER 11, 2023

The customer is a mysterious creature. Deciphering the wants and needs of your customers is essential for sustainable, long-term success. For a company to grow, it needs to convert one-off customers into regular patrons. In customer experience, as with any other business endeavor, failure to plan is planning to fail.

Customer Experience 83

Customer Experience Airlines Metrics Feedback 83

Nicereply

APRIL 12, 2023

A strong customer service team culture is the direct result of trusting, engaged employees. People spend a lot of time at work and walking into a nightmare environment with a team you don’t really jive with can take its toll. Table of Contents Gratitude And Attitude Keep People Engaged Does Your Team See The Vision?

Customer Service 98

Customer Service Feedback Healthcare Education 98

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Actionability is also, as we believe, one of the essential aspects of customer experience management. Listen to your customers.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

Lumoa

FEBRUARY 14, 2024

The internet has no shortage of platforms for consumers to share their unfiltered opinions about businesses. From social media posts to Google and Yelp reviews, every buyer can recount their customer experience with your company to a global audience. This is because CX involves many factors that are outside your direct control.

Customer Experience 83

Customer Experience Chatbots Analytics SaaS 83

Help Scout

APRIL 29, 2021

Your customer service culture is not what your fancy “Customer Guarantee” promises, and it’s not whatever you say it is in your new employee handbook. Every company has a culture, and it isn’t something you can directly build. What does a customer service culture look like?

Customer Service 139

Customer Service Customer centricity Chief Customer Officer Metrics 139

OctopusTech

MARCH 1, 2024

But with so many features and capabilities packed into the platform, you may be wondering what specific benefits Shopify offers for your own business goals. Their user-friendly admin makes it simple to add products, customize the design, manage orders and inventory, and track analytics without needing to know code.

Analytics 62

Analytics APIs Enterprise Best practices 62

Beyond Philosophy

AUGUST 3, 2023

I am sharing it here, too, since many of you probably have the same question. Have Long-Term Goals Hopefully, your working life will also span decades. You have likely worked some in the world and, in doing so, have determined there are some things you want to do and some things you don’t.

Sales 195

Sales Management Marketing Consulting 195

Mindtouch

SEPTEMBER 19, 2018

Major updates to the MindTouch blog just hit the airwaves. Our goals with this blog update were simple: Simplify navigation and make it easier to find content. Make sharing posts to social a snap. Finding interesting blog content should be easy. If you haven’t noticed, we’re big fans of click navigation.

Real estate 48

Real estate Self service Management 48

Beyond Philosophy

OCTOBER 21, 2021

We know from industry research and personal experience that despite all the attention on it, Customer Experience is either stagnating or not getting the results CEO’s desire. Today, COVID is an excuse for organizations to deliver poor service. By understanding other people’s views, you can improve your thinking. .

Chief Customer Officer 195

Chief Customer Officer Contact Center CRM Call Center 195

Global Response

JULY 10, 2023

When you think of your brand, what comes to mind? For most, you’ll think of your logo, your brand colors, or perhaps a slogan or jingle of your brand. Many elements of brand are visual in nature—but some of the most important elements are the ones you can’t see. Your call center.

Call Center 62

Call Center Scripts Education Personalization 62

CX Accelerator

FEBRUARY 12, 2018

We now live in the age of the customer, where customers expect consistent, high-value experiences. If customers don’t get immediate value, they will likely leave and go to a company who will deliver an experience that meets their expectations. So… What can companies do to improve their voice of the customer success?

Feedback 140

Feedback Surveys Customer advocacy Customer effort 140

OctopusTech

MARCH 1, 2024

But with so many options out there for establishing your brand online, it can get confusing. Understanding the value that branding and web design provide is critical when crafting a cohesive identity and online presence for your company. What exactly is the difference between the two and why does your business need both?

Analytics 62

Analytics Marketing Feedback Personalization 62

ChurnZero

DECEMBER 21, 2023

Without making those choices upfront, you’ll find it hard to create a good customer experience and scale it, and you’ll easily fall into the chaotic trap of “doing what it takes”. To make the right choices, however, you need a deep understanding of what your customers need and expect from you.

Sales 52

Sales Accountability Advertising Marketing 52

Chip Bell

NOVEMBER 17, 2020

First, thank you Chip for allowing me to offer this guest blog. Chip is one of the most talented and seasoned customer experience professionals globally, and I am grateful for his colleagueship and support. Most business owners and leaders want to provide experiences that drive customer engagement, loyalty, and referrals.

Customer Experience 111

Customer Experience Wireless Consulting Consulting 111

Beyond Philosophy

JULY 9, 2015

We also know for your brand reputation positive press is key. What you may not realize, however, it is also critical to winning the hearts and minds of the coveted group of women consumers. My angle is typically about Customer Experience. Women make the lion’s share of shopping decisions in many categories.

Surveys 274

Surveys Customer centricity Marketing Customer Experience 274

JivoChat

APRIL 16, 2023

But how do you compete (or even work) with the likes of the mentioned ecommerce companies above? But how do you compete (or even work) with the likes of the mentioned ecommerce companies above? How can you make sure your ecommerce venture succeeds? trillion dollars by 2026—a significant increase of 56% from 5.2

Analytics 82

Analytics Engineering Advertising Sales 82

Toister Performance Solutions

FEBRUARY 27, 2020

Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon.com and affiliated sites. You have to follow the recipe precisely to get the expected result. My friend, Sarah, is a baker.

Advertising 90

Advertising Consulting Consulting Feedback 90

Toister Performance Solutions

DECEMBER 3, 2020

You've just landed your dream job as a customer service leader. If you haven't gotten promoted yet, this guide can help you.) He's the new Director of Customer Experience and Support at NumberBarn , a marketplace for local and toll free phone numbers. How do you stay committed to your own onboarding?

Customer Service 71

Customer Service Technology Customer Support Management 71

customer sure

NOVEMBER 11, 2014

In the last few weeks you might have noticed that we’ve changed course on our blog strategy. People whose businesses are thriving on great customer service. Hopefully you’ve found our recent content more useful. Ellovi told us how they inspire customer loyalty. Our initial blogging strategy.

Feedback 91

Feedback Metrics Customer centricity Customer Service 91

Totango

JUNE 15, 2022

What do you do if your job responsibilities include managing every revenue-generating function in your organization and driving predictable growth – and then the world is suddenly thrust into an unpredictable and unstable economic downturn? If you’re a Chief Revenue Officer (CRO) today, your initial answer may be to panic.

Upselling 95

Upselling Analytics Self service CRM 95

GetFeedback

FEBRUARY 15, 2019

Companies frequently designate customer experience (CX) as the most exciting opportunity for their business, according to the Digital Marketing Trends Report. Successful customer experience strategies will lead to greater customer satisfaction, higher revenue, and diminished customer churn. Not exactly.

Customer Experience 128

Customer Experience Customer advocacy Feedback Coaching 128

Netomi

OCTOBER 19, 2022

Customer Experience is king, with countless statistics that accentuate its importance. For instance, 78% of customers say that the quality of service is crucial to earning both their loyalty and repeat business. Looking ahead to 2023, how can you enhance your CX strategy? What is a Customer Experience Manager?

Customer Experience 52

Customer Experience Construction Sales Technology 52

Balto

JUNE 22, 2023

Imagine your contact center agents were engaged and highly motivated. Guest post by Jeff Toister How do you coach agents to be self-sufficient and self-motivated? An overarching purpose, like a Customer Experience Vision , can get everyone focused on the same goal. How do you manage conflict between agents?

Contact Center 59

Contact Center Surveys Coaching Consulting 59

Totango

MARCH 24, 2022

We were thrilled to bring back our in-person Global Executive Forum last week and have the opportunity to host customer success leaders at the beautiful Carmel Valley Ranch in Carmel Valley, CA. Perfect size group, compelling conversations, product visions/strategies and continuous introductions. Very well done!”.

Engineering 91

Engineering SaaS Best practices Enterprise 91

Callminer

APRIL 21, 2020

To find out what leadership activities today’s call center leaders find most valuable, we reached out to a panel of call center managers and business leaders and asked them to answer this question: “What are your favorite call center leadership activities?”. This also leads to being more productive and efficient in your work.

Call Center 182

Call Center Management Scripts Coaching 182

Global Response

JUNE 13, 2023

If you’ve ever had an outsourcing partnership go “off the rails”—or you’re afraid of that happening—then you might be wondering how to maintain more control when outsourcing. So how can you maintain control over your service and customer experiences when outsourcing to a call center?

outsourcing 62

outsourcing Call Center Metrics Service level 62

TeleDirect

OCTOBER 23, 2023

Taking some of the countless responsibilities off you and your employees can free up internal resources. Instead of rushing to answer phones at all hours, your team can focus on providing the best products and services that define your brand. Several business segments can benefit from customer support outsourcing.

outsourcing 62

outsourcing Customer Support Call Center Customer Service 62